Customer Care Advisor

4 weeks ago

Malaysia timesjobs Full time

Job Number:
JREQ126942

City, ST:
Penang, Pulau Pinang

Date Posted: 4/1/2024

Fraud Warning:

Please be advised that recently there have been fraudulent job offers and interviews using the Clarivate name, logo and even names of our colleagues.


Please be aware that Clarivate will:
Never ask for payment of any kind as part of our hiring or onboarding processes
Never ask an applicant to email sensitive personal information, such as a Social Security Number, birthdate, credit card or bank account information
Never issue pre-employment checks to purchase office supplies


If you have any question about a position posted in our company name, please check our current open positions on the Clarivate website Careers pages or contact one of our recruiting team members directly.

If you have been the victim of a scam, please contact your local law enforcement agency.
We are looking for a Customer Care Advisor to join our service account management team in Penang, Malaysia. This is an amazing opportunity, reporting to Customer Care Manager.
This role is responsible for developing long-term customer relationships that drive customer retention, portfolio expansion and overall satisfaction.
About You experience, education, skills, and accomplishments

Bachelor's degree or equivalent
2 years of relevant experience in a customer care environment
Ability to speak, read & write in Japanese, English, and Chinese

It would be great if you also had . . .

Experience in customer service
Strong interpersonal skills engaging with individuals at all levels
Ability to work through customer conflicts and provide resolution using provided guidelines and judgment
Ability to learn new products quickly and to adapt to changes in delivered services

What will you be doing in this role?

Acts as primary escalation point for customers facing complex issues, referring queries to more specialized colleagues or teams as necessary

Applies developed product or service knowledge to resolve a high number of queries with greater efficiency and level of autonomy within the Customer Care team.

Mentors less experienced colleagues and assists with colleague training and onboarding. Investigates, reports, and documents customer issues and/or enhancement requests.
Contributes ideas for improving services, systems, and processes and eliminating coverage gaps
Acts as a voice of the customer and reports customer feedback to contribute to organizational learning and best practices.

About the Team
The APAC Customer Care team is a team of 10 today and growing. The team is geographically spread across China, Japan, and Korea. Its an exciting time to join the Customer Care team at Clarivate as we are in growth mode.
Hours of Work
This is a full-time & permanent position.

At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment.

We comply with applicable laws and regulations governing non-discrimination in all locations.

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